SMS Hub FAQ: Every Question Contractors Ask Before Going Live

What is TCPA and why does it matter for contractors who text customers?

The Telephone Consumer Protection Act is a federal law that restricts automated texts sent to consumers. Fines run $500 per message for standard violations, $1,500 for willful violations — and those numbers stack per message, per recipient. FCC consumer guidance confirms the exposure. A 200-message blast to unconsented contacts is a potential $300,000 liability. TCPA suits have reached businesses of every size, including contractors.

If a lead called me first, can I text them back?

Generally yes — for transactional texts tied directly to the service they called about: appointment confirmation, request follow-up, job status update. This is commonly treated as implied consent. Implied consent does not cover marketing texts — promotions, maintenance reminders, and upsells require express written consent. The safest setup includes a short consent line on your booking form. We configure that during onboarding.

What happens when someone replies STOP?

The system immediately flags the contact as opted out and stops all automated messages to that number. No manual action needed on your part. The opt-out is logged with a timestamp. If they text your number again on their own later, that inbound message is treated as a fresh consent signal for the new conversation.

Can I text past customers who haven't been active recently?

A prior service relationship alone does not authorize marketing texts. If you have documented consent — booking forms, signed paperwork with a disclosure — you're in better shape. If records are unclear, we build a re-consent workflow into setup so you start clean.

What are the opt-out timing requirements?

Opt-outs must be honored immediately. The system processes STOP replies the moment they arrive — no delays, no batching, no manual review required. The timestamp is logged for your records.

What does an AI-suggested reply actually look like?

It's not magic. The system pulls from a reply library built for home-service conversations and fills in context — the lead's name, the service they asked about, and available calendar slots. A suggested reply for an inbound plumbing inquiry:

"Hi [First Name], this is [Business Name]. Got your message about the leaking pipe — we can have someone out today between 2–5 PM or tomorrow morning. Which works better for you?"

Specific, action-forward, moves toward a booked appointment. No generic filler.

Can I edit a reply before it sends?

Yes. Every AI-suggested reply is held for your review before it goes out. You approve, edit, or override it. Auto-send is only available for specific low-risk template types — opt-in confirmations and appointment reminders — and only when you explicitly enable it.

Will it say something factually wrong about my business?

The system only uses information from your setup: your services, service area, pricing parameters, and scheduling windows. It will not invent a service you don't offer or quote a price you didn't authorize. If you didn't give us emergency dispatch rates during setup, the system won't reference them.

How does it know what my business does?

During the 48-hour setup, you give us your service list, pricing guidance, geographic limits, and availability rules. We configure the system around those inputs. If services or pricing change, you tell us — no platform to log into, no settings page to navigate.

What are the default quiet hours?

9:00 PM to 8:00 AM local time, seven days a week. No automated messages go out during that window.

Can I change them?

Yes. If your operation starts at 7:00 AM and you want messages going out earlier, we adjust the window during setup. You can set different windows for weekdays versus weekends to match your actual schedule.

What happens if a lead triggers a message at 10:30 PM?

The message queues and sends at 8:00 AM the next morning — not at 10:30 PM. The system does not text on your behalf at hours that wake people up or make your business look unprofessional.

Does the system recognize weekends?

Yes. Weekend scheduling is configurable. If you don't take jobs on Sundays, booking slots won't show Sunday availability and outbound messages won't offer it. The system reflects your actual schedule, not a generic template.

Can I block out specific holidays or date ranges?

Yes. If you're closed on certain dates or need a quiet window during a specific range, we configure that during setup or update it on request.

Do I have to get a new phone number?

No. The SMS Hub operates from your existing business number. Customers see the same number they already have saved. Nothing changes on their end.

Will customers see a different number texting them?

No — not a shortcode, not a random 10-digit number they don't recognize. Texts come from your existing business line. People reply to numbers they know and delete texts from numbers they don't.

What if I use my personal cell as my business line?

This is common. During onboarding, we configure the setup so automation runs correctly without disrupting your personal phone. You don't hand us your personal cell — we work through the configuration together on the setup call.

What if my number is VoIP or internet-based?

Most VoIP business numbers are compatible. We confirm compatibility on the onboarding call before you're charged for the setup build. If there's a compatibility issue, you'll know before you're committed to anything.

What if I want to add a second line later?

Raise it during setup or contact us after go-live — it's a configuration update, not a new build.

What does this cost?

$9,997 one-time + $497 per month. The setup fee covers full configuration of the SMS Hub, AI Receptionist, Missed Call Text Back, and supporting automations — live in 48 hours of delivering your inputs.

What does the $497/month cover?

Ongoing system operation, message monitoring, configuration updates as your business changes, and direct support. You don't manage any platforms, subscriptions, or settings pages — that's what the monthly fee handles.

What exactly does the guarantee cover?

The guarantee is $5,000 in recovered revenue within 60 days of go-live, or you don't pay. For the complete terms — how recovered revenue is defined, what qualifies as a recovered job, and what disqualifies a claim — see the Two-Way SMS Hub — see the full offer and guarantee. Don't rely on a summary here; the full terms are short and written in plain English.

How is recovered revenue measured?

Booked jobs that came through the SMS system from leads who would otherwise have gone to voicemail. The system tracks inbound lead source, SMS engagement, and calendar booking — attribution is clear, not a guess. Subjective claims don't count; system-tracked bookings do.

What disqualifies a guarantee claim?

Not delivering the setup inputs needed to go live, manually disabling the system during the 60-day window, or overriding automations so they can't run as configured.

How long does setup actually take?

48 hours from the time you provide complete inputs: your business number, service list, service area, scheduling availability, and calendar access. Deliver those on day one and you're live on day three.

What if I can't get inputs to you within 48 hours?

The clock starts when we have everything we need — not when you sign. Slow inputs mean a later go-live. We'd rather go live right than go live fast with an incomplete configuration.

What happens right after I sign?

You get an onboarding call within one business day. That call covers input collection, number configuration, and scheduling rules. We do the build. You get a go-live confirmation with a test message you verify from your own phone.

What if something isn't working after go-live?

Contact us directly — not a ticket queue, not a chatbot. If a message fires at the wrong time or a reply goes sideways, tell us and it gets addressed the same business day.

What does cancellation look like?

Month-to-month on the $497. No annual lock-in. 30 days' notice to cancel. The one-time setup fee is non-refundable post go-live except under a valid guarantee claim.

You've had every question answered. Stop losing $500 calls to voicemail — book your setup call — live in 48 hours and the system is running inside two business days.